Category Archives: Customer Service

Dear Loan Officer: What Is Your Time Worth?

Dear Loan Officer, Some of you may know, that I’m a certified performance coach – that I coach some of the top mortgage professionals around the country – via Todd Duncan’s High Trust coaching group. Todd is also a New … Continue reading

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Dear Loan Officer: How to Sell the Problem First

“When you first start off trying to solve a problem, the first solutions you come up with are very complex, and most people stop there. But if you keep going, and live with the problem and peel more layers of … Continue reading

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Dear Loan Officer: What do the Top 1% of Sales People Do Differently?

Dear Loan Officer, There are some misconceptions out there about how to sell most efficiently. Some, dive in head-first with one goal in mind: to close the deal. Still, there are strategies that the Top 1% of salespeople do differently … Continue reading

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Dear Loan Officer: Are You Discussing the 3 Main Areas of Emotion in Finance?

If you are on my e-mail distribution, last week you heard me talk about the importance of selling the problem first. As you continue the sales process, it’s important to remember that your client’s decisions are largely emotional, and not … Continue reading

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Dear Loan Officer: Client Experience

Client service – whether superb or subpar – can seriously affect your customer’s shopping experience. Think about your client experience right now – if you were to charge admission for your customers to opt in – what would your customer … Continue reading

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Losing Touch With Human Aspect of the Mortgage Business

 

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Who Decides What is Valuable?

So much is said about the importance of creating value for our customers.  When you are building a career in an overly commoditized industry like the mortgage industry, it’s imperative that loan officers spend a lot of time figuring out … Continue reading

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Greater Confidence Leads to Greater Income

Every client or business partner of yours has certain fears.  Sometimes I call these “2 a.m.” issues, or concerns that keep them up at night.  Obstacles that are in their way and that they are unsure how to overcome them.  … Continue reading

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Traffic is Never an Excuse

I get so sick and tired of hearing excuses.  Don’t you?  I find myself no longer accepting them.  I don’t accept them for myself when things don’t go as planned, so why would I allow others to use them? Excuses … Continue reading

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It’s Not the Business – It’s You

Too many times we hear business owners and sales professionals giving excuses for why they aren’t achieving their goals or why their business is not where they wish it was. Let’s be clear:  don’t confuse the complexities of the business … Continue reading

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